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Email Notifications Trigger irrespective of Ticket open time

Question asked by Gaspar076041420 on Mar 26, 2017
Latest reply on Oct 27, 2017 by Raghu.Rudraraju


We are using CASD 12.7, We have received a Requirement from customer as "When a  user raises a Ticket there is a field  called Work shift start time that will be filled" and  Email Notifications to different  Mail IDs need to be triggered based on the work shift timings Entered irrespective of the Ticket Open Time.

From Mail Knowledge Email Can be triggered  through Events that will work from a specific time from the ticket Open Time.


Can anyone provide some Suggestion if this requirement is achievable.